TY4calling
TY4calling
A station for past and present call center employees, managers, and customer service professionals.
Station feed:  Created by: Melanie Roberts |
Created on: 07 Dec 2009 Language: English |
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Smart Call #62 – Christmas in the contact centre (10.97MB; download) -- This week’s Smart Call is brought to you by Verint, who ran seminars in Sydney and Melbourne this week entitled How to Survive (and even Thrive) During the Economic Downturn.
Verint’s Principal Global Solutions Consultant Bill Durr joins us with part two of his presentation to the event.
Our feature interview is with Toby Poulson, Chief [...] Selected by: Melanie Roberts [ stations ], Mon, 07 Dec 2009 19:28:42 PST
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Why Customer Service Is So Bad (12.44MB; download) -- Author Emily Yellin explains why companies waste our time.
Selected by: Melanie Roberts [ stations ], Mon, 07 Dec 2009 19:18:58 PST
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IDEA Cellular (9.83MB; download) -- Executives from Cisco and IDEA Cellular Ltd. discuss how the Cisco Unified Customer Voice Portal was able to increase IDEA Cellular's customer satisfaction and reduced average hold time. Selected by: Melanie Roberts [ stations ], Mon, 07 Dec 2009 19:13:31 PST
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Back to Customer-Centric Basics - Video (12.05MB; download) -- What does it mean to be ?customer-centric?? In this podcast, Accenture explains this concept and its vital importance in a time of global economic disruption. We examine five key tactical and strategic issues around customer acquisition and retention, then examine how a high-performance business addresses them to ensure a customer-centric focus. Read our research "Customer Acquisition and Retention. Back to Customer-Centric Basics - PDF" included in this podcast feed for more valuable information on this topic. Selected by: Melanie Roberts [ stations ], Mon, 07 Dec 2009 19:10:39 PST
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Top Performer does Not Equal Leader (0.21MB; download) -- It is common practice for star performers to be promoted into leadership positions because of the results of their previous work. But just because an employee is capable of performing well, and producing results does not mean they are equipped to adequately lead a team of their peers. Selected by: Melanie Roberts [ stations ], Mon, 07 Dec 2009 18:51:37 PST
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